topic Goonmycocker21 in Account & Billing

Being called a liar by a sky agent

Goonmycocker21 — Sat, 03 Oct 2026 15:01:23 GMT

"I am lodging a formal complaint regarding a billing system error and gross agent misconduct. I made a duplicate payment, received a refund, but Sky's automated billing system miscoded the refund as a bank callback, creating an incorrect Debit Adjustment and a 'missed payment' status. Yesterday, an agent refused to look at my bank statement evidence and called me a liar. I want this automated Debit Adjustment manually cleared, my account status restored, and a manager to review the recorded call from yesterday."

Goonmycocker21

Goonmycocker21 — Sat, 03 Oct 2026 15:05:26 GMT

Hello,
I am writing to get urgent help with a severe automated billing loop on my account, which has unfortunately resulted in awful customer service.
A short while ago, I accidentally made two manual payments for my bill. Sky's automated system processed the refund for the duplicate amount back to my bank account. However, Sky's internal ledger has miscoded this refund as a "bank callback" / "indemnity claim" instead of a duplicate payment return.
Because of this system error, an incorrect Debit Adjustment has been slapped onto my account, and my status has been changed to "Missed Payment."
I spoke to an agent yesterday to try and resolve this. I offered to show my bank statements proving that my bank did not recall any funds and that it was a standard refund. The agent refused to look at the evidence, called me a liar, and insisted I owed the money. This was incredibly distressing and unprofessional.
I am looking right at my bank statements—the bank did not pull the money back, Sky sent it back. I need a senior advisor or Community Manager to look at the actual transaction history, manually clear this Debit Adjustment, and restore my account status before my services are wrongly restricted.
Thank you.

Re: Being called a liar by a sky agent

GD1 — Sat, 03 Oct 2026 15:10:01 GMT

@Goonmycocker21 This is a customer helps customer community, you can't raise a complaint via a public community as no one at Sky will pick it up, nor even know who you are, you also don't need to raise 2 seperate posts regarding your issue.

The correct whay to raise a complaint is detailed here https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Goonmycocker21

Daniel0210 — Sat, 03 Oct 2026 15:32:32 GMT

@Goonmycocker21

Sky will aim to resolve a complaint in 10 days but actually they have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/